Director of Professional Services (Healthcare SaaS)

Symmetrio is recruiting a Director of Professional Services for our customer, a rapidly growing international healthcare technology organization focused on advanced healthcare technology solutions for complex cancer workflows.

This is a senior leadership role responsible for overseeing customer onboarding, technical implementations, application support operations, escalation governance, and service quality standards within a regulated healthcare SaaS environment.  The Director of Professional Services will partner closely with Customer Success, Product, Software Engineering, Platform, and Clinical teams to ensure the delivery of secure, predictable, and high-quality technology services to customers. As the senior leader responsible for customer-facing technical service operations, the Director of Professional Services will establish structured frameworks, define service standards, manage executive-level escalations, and build a high-performing technical service team. The position will report to the VP of Technology & Security.

This Is a full-time remote position.  Ideal candidate will be based In Central or Western United States. 

Key Responsibilities:

• Lead and develop a high-performing Technology Service Operations function, including Support and Implementation resources.
• Lead end-to-end technology service delivery across onboarding, integrations, application support, and ongoing operational support.
• Establish and maintain structured service frameworks including SLAs, escalation pathways, case management standards, and operational reporting
• Ensure repeatable and secure onboarding processes for healthcare customers, including authentication, identity configuration, and connectivity validation
• Monitor service performance metrics and proactively address operational risks
• Drive continuous improvement across support tooling, documentation standards, and service workflows
• Act as the senior operational escalation point for customer technology and service-related matters
• Partner with Customer Success and Sales to support account health, renewals, and expansion initiatives
• Engage directly with hospital IT leadership, clinical stakeholders, and executive sponsors where required
• Provide structured service reviews and operational reporting to internal leadership and customers
• Ensure clear, professional, and timely communication during critical incidents or service-impacting events
• Own regional coordination of customer-impacting technology incidents.
• Establish structured incident response standards and communication protocols
• Collaborate with Engineering and Reliability teams to address systemic risks and strengthen platform resilience.
• Oversee technical onboarding processes including secure connectivity, SSO, directory integrations, and network configuration validation
• Partner with Engineering and Platform teams to streamline onboarding workflows and reduce time-to-value
• Identify recurring onboarding friction points and implement operational or tooling improvements
• Ensure integrations with customer IT environments meet security and compliance expectations
• Establish clear role definitions, accountability frameworks, and performance standards.
• Support hiring, onboarding, and professional development within the team.
• Foster a culture of structured troubleshooting, operational discipline, and customer-first thinking.
• Ensure alignment between service operations, product development, and commercial teams.

Qualifications

• Minimum 8–10 years’ experience in B2B SaaS service delivery, technical operations, or IT service management roles
• Minimum 3–5 years’ experience leading customer-facing technical teams
• Demonstrated experience working with enterprise or healthcare customers in regulated environments
• Strong understanding of SaaS onboarding, application support models, incident management, and escalation frameworks
• Experience partnering with Engineering and Platform teams to resolve cross-functional technical service issues
• Familiarity with identity and authentication systems (SAML/OIDC, Auth0, Entra ID / Active Directory advantageous)
• Understanding of cloud-based application environments (AWS preferred) and secure customer connectivity models
• Experience defining and monitoring SLAs, KPIs, and operational dashboards
• Strong executive-level communication and stakeholder management skills
• Experience in healthcare technology environments advantageous